Strategy Driven

MARCH 10, 2014

Then customers get angry and tell other potential customers through social media, or some form of online reporting like Trip Advisor or Angie’s List. In 1996, I wrote this customer service truth: “It never costs as much to fix the problem as it does to not fix the problem.” Followed by a downturn in business.

Collins 53

Collins Customer Loyalty Reputation Competitive Advantage 53

Harvard Business Review

OCTOBER 24, 2016

Small startup firms are already developing proprietary technologies — such as machine vision, deep learning, and other innovations —– that could help large investors evaluate opportunities and risks with far greater accuracy and efficiency than was previously possible. But right now that’s not happening.

Operations 8

Operations Intangible Assets Venture Capitalist Hedge 8

Harvard Business Review

DECEMBER 14, 2011

Among the top performers on the 2011 World's Best Multinational Companies list are culturally-strong technology companies such as Microsoft, NetApp, SAS, and Google. Instead programs that offer the most stability, as reported by 75 percent of respondents, are those that communicate brand mission and provide career development opportunities.

Company 17

Company Heskett Ryan Audience 17

Strategy Driven

NOVEMBER 19, 2021

Instead, marketplaces are creating ecosystems for their customers. They are driving customers towards the business from all possible sides and earning customer loyalty by offering everything at one place on any channel. Jessica also reports on the latest happenings and trends associated with the eCommerce industry.

Retail 116

Retail Supply Chain Software Marketing 116

Harvard Business Review

AUGUST 14, 2012

Dick, of course, gave us the billboards of Minority Report , recognizing and calling out personalized offers to people on the street. But it can be the kind that only makes your near-future — and your customers' — more rosy. MORE ON CUSTOMER INTELLIGENCE. CEOs Need Hard Data on Customer Loyalty.

Stephenson 10

Stephenson Customer Loyalty Wilde Loyalty 10

Harvard Business Review

JANUARY 19, 2011

As I explored Ford's fascinating sustainability report (and how often do those words go together?) Given those science-based plans, Ford is investing in the long-term — the sexy, new EV market that everyone is going after — and rolling out a series of efficiency technologies in the existing, combustion-engine fleet.

Strategy 15

Strategy PPM Long-term Short-term 15

Harvard Business Review

JUNE 16, 2014

DaVita’s “wildly spirited nationwide meeting, in which thousands of employees celebrate awards, mourn the death of patients, and connect with the emotional side of their work, is truly something to behold,” reports one journalist. At these meetings, Thiry often hollers out three questions for attendees to answer; one is “Whose company is it?”

Customer Loyalty 13

Customer Loyalty Human Capital Wilde Health Care 13

Harvard Business Review

AUGUST 7, 2017

Recruited from outside the organization, she faced multiple problems: The business was losing money, costs were bloated, customer loyalty was fading, and key talent was defecting. ” Others would blame their antiquated technology’s inability to generate reliable reports.

Reference 14

Reference Customer Loyalty Budgeting Morale 14

Harvard Business Review

MARCH 7, 2014

With a technology focus, you might manage to launch a successful breakthrough, but your success will be short-lived because sustaining a technological advantage today is so difficult. Over time customers learn exactly what the brand stands for and come to trust that the brand will deliver it every time. There are many options.

Brand 8

Brand Short-term Long-term Customer Loyalty 8

Harvard Business Review

NOVEMBER 4, 2014

By capturing information that formerly was available only from an in-person diagnostic test, Daimler Trucks North America creates customer loyalty and reduces risk for commercial drivers. Customers report higher satisfaction and higher uptime on their vehicles equipped with Virtual Technician.

Engineering 9

Engineering CIO Disruptive Innovation Uncertainty 9

Harvard Business Review

NOVEMBER 4, 2014

By capturing information that formerly was available only from an in-person diagnostic test, Daimler Trucks North America creates customer loyalty and reduces risk for commercial drivers. Customers report higher satisfaction and higher uptime on their vehicles equipped with Virtual Technician.

Engineering 9

Engineering CIO Disruptive Innovation Uncertainty 9

Strategy Driven

JANUARY 24, 2020

Instead, marketplaces are creating ecosystems for their customers. They are driving customers towards the business from all possible sides and earning customer loyalty by offering everything at one place on any channel. Jessica also reports on the latest happenings and trends associated with the eCommerce industry.

Supply Chain 75

Supply Chain Retail Software Marketing 75

Harvard Business Review

FEBRUARY 23, 2018

For example, at financial services company ING, an issue deemed “material” to their view of sustainability related to financing a variety of “sustainable transitions” in industries such clean technology, real estate and others. billion, prompting them to revisit the goal.

Incubator 10

Incubator How To Real Estate Business Model 10

Harvard Business Review

AUGUST 15, 2016

Many companies love customer feedback, but only a handful have devoted as much energy to employee feedback systems. “For every dollar spent on employee feedback, companies spend hundreds of dollars on customer feedback,” said Troy Stevenson, former vice president of customer loyalty at eBay, in a recent interview.

Survey 8

Survey Retail System Automotive 8

Harvard Business Review

JUNE 7, 2016

In a survey of 54 of the world’s leading brands, almost all of them reported that consumers are showing increasing care about sustainable lifestyles. The technologies and processes that are transforming companies. Insight Center. Operations in a Connected World. Sponsored by Accenture.

Company 8

Company Apparel Incentives Retail 8

Harvard Business Review

APRIL 18, 2013

employers report having difficulty filling key roles. They are also responsible for 56% higher customer loyalty scores and correlated with 44% higher retention rates, leading to great gains in productivity over the long run. Recruiting, staffing, and hiring-support services is a $16B industry , yet 52% of U.S.

Cooper 8

Cooper Customer Loyalty Storytelling Career 8

Harvard Business Review

JULY 3, 2015

Today, however, by exploiting new digital technologies, firms like Apple, Lending Club, and AirBnB have made customer co-creation of value central to their business models and in doing so now rank among the world’s most innovative and valuable firms. Track the performance of your co-creative customers and the value they add.

CRM 8

CRM Brand Business Model Intangible Assets 8

Harvard Business Review

OCTOBER 21, 2016

Today’s executives are dealing with a complex and unprecedented brew of social, environmental, market, and technological trends. McKinsey reports that the value at stake from sustainability concerns can be as a high as 70% of earnings before interest, taxes, depreciation, and amortization. Building Customer Loyalty.

Supply Chain 8

Supply Chain Price Loyalty Efficiency 8

Harvard Business Review

FEBRUARY 19, 2016

In short, these two studies suggest that effective digital recognition programs can help scale organic praise, have a high ROI, and lead to significantly higher levels of employee performance and engagement, as well as increased customer loyalty, as measured by net promoter scores. How technology is changing the way we work.

ROI 8

ROI Customer Loyalty Loyalty Short-term 8

Harvard Business Review

DECEMBER 8, 2016

For many years, health care providers have worked to collect so-called patient-reported outcomes measures, or PROMs, which are measures of function and health status reported by patients. ” What this suggests is that patient-reported satisfaction may be a reasonable proxy for quality.

Health Care 8

Health Care Quality Customer Loyalty Cost 8

Harvard Business Review

APRIL 24, 2012

Technology companies have done this particularly well. We believe more consumer facing companies beyond technology and media will adopt MBM going forward, and that single business model companies in many industries will find it hard to compete. Here are a few MBM trends we expect to see: Manufacturer & Retailer integration.

Business Model 9

Business Model Advertising Retail Supply Chain 9